{"id":110507,"date":"2021-09-06T08:55:06","date_gmt":"2021-09-06T01:55:06","guid":{"rendered":"https:\/\/tino.org\/?p=4014"},"modified":"2025-06-11T15:52:28","modified_gmt":"2025-06-11T08:52:28","slug":"kich-ban-cham-soc-khach-hang-qua-dien-thoai","status":"publish","type":"post","link":"https:\/\/tino.vn\/blog\/kich-ban-cham-soc-khach-hang-qua-dien-thoai\/","title":{"rendered":"5 b\u01b0\u1edbc x\u00e2y d\u1ef1ng k\u1ecbch b\u1ea3n ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng qua \u0111i\u1ec7n tho\u1ea1i \u201cchu\u1ea9n kh\u00f4ng c\u1ea7n ch\u1ec9nh\u201d"},"content":{"rendered":"\n

T\u01b0\u01a1ng t\u00e1c v\u1edbi ng\u01b0\u1eddi ti\u00eau d\u00f9ng tr\u00ean \u0111i\u1ec7n tho\u1ea1i c\u00e1ch t\u1ed1t nh\u1ea5t \u0111\u1ec3 doanh nghi\u1ec7p k\u1ebft n\u1ed1i v\u00e0 chinh ph\u1ee5c kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng. \u0110\u1ec3 duy tr\u00ec v\u00e0 t\u1ea1o ra m\u1ed9t cu\u1ed9c h\u1ed9i tho\u1ea1i th\u00fa v\u1ecb, nh\u00e2n vi\u00ean c\u1ea7n bi\u1ebft c\u00e1ch x\u00e2y d\u1ef1ng m\u1ed9t k\u1ecbch b\u1ea3n ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng qua \u0111i\u1ec7n tho\u1ea1i ho\u00e0n thi\u1ec7n.<\/strong>\n<\/p>\n\n\n\n

<\/a>Th\u1ebf n\u00e0o l\u00e0 k\u1ecbch b\u1ea3n ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng qua \u0111i\u1ec7n tho\u1ea1i?<\/strong><\/h2>\n\n\n\n

<\/a>Kh\u00e1i ni\u1ec7m ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/strong><\/h3>\n\n\n\n

Ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/a> hay Customer Care<\/strong> l\u00e0 m\u1ed9t b\u1ed9 ph\u1eadn quan tr\u1ecdng \u0111\u1ed1i v\u1edbi m\u1ecdi doanh nghi\u1ec7p. Nh\u1eefng nh\u00e2n vi\u00ean thu\u1ed9c b\u1ed9 ph\u1eadn n\u00e0y \u0111\u00f3ng vai tr\u00f2 l\u00e0 \u201cc\u1ea7u n\u1ed1i\u201d gi\u00fap doanh nghi\u1ec7p ti\u1ebfp c\u1eadn v\u1edbi kh\u00e1ch h\u00e0ng nhanh h\u01a1n. \u0110\u00e2y c\u00f2n l\u00e0 m\u1ed9t ph\u01b0\u01a1ng th\u1ee9c quan t\u00e2m v\u00e0 th\u1ea5u hi\u1ec3u ng\u01b0\u1eddi ti\u00eau d\u00f9ng c\u1ee7a doanh nghi\u1ec7p. <\/p>\n\n\n\n

\"kich-ban-cham-soc-khach-hang-qua-dien-thoai\"<\/figure><\/div>\n\n\n\n

C\u00f4ng vi\u1ec7c ch\u00ednh c\u1ee7a nh\u00e2n vi\u00ean Telesales<\/a> l\u00e0 d\u00f9ng \u0111i\u1ec7n tho\u1ea1i li\u00ean l\u1ea1c v\u1edbi kh\u00e1ch h\u00e0ng<\/a>. Trong qu\u00e1 tr\u00ecnh giao ti\u1ebfp, nh\u00e2n vi\u00ean s\u1ebd nh\u1eadn di\u1ec7n \u0111\u01b0\u1ee3c mong mu\u1ed1n, m\u1ed1i quan t\u00e2m h\u00e0ng \u0111\u1ea7u c\u0169ng nh\u01b0 nh\u1eefng v\u1ea5n \u0111\u1ec1 r\u1eafc r\u1ed1i m\u00e0 kh\u00e1ch h\u00e0ng g\u1eb7p ph\u1ea3i. Ngo\u00e0i ra, nh\u00e2n vi\u00ean c\u00f3 th\u1ec3 g\u1ecdi \u0111i\u1ec7n tho\u1ea1i \u0111\u1ec3 gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m, th\u00fac \u0111\u1ea9y kh\u1ea3 n\u0103ng mua h\u00e0ng c\u1ee7a ng\u01b0\u1eddi d\u00f9ng. <\/p>\n\n\n\n

\n S\u1edf h\u1eefu b\u1ed9 ph\u1eadn ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng ch\u1ea5t l\u01b0\u1ee3ng, doanh nghi\u1ec7p d\u1ec5 d\u00e0ng chinh ph\u1ee5c \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng h\u01a1n. M\u1ed9t cu\u1ed9c h\u1ed9i tho\u1ea1i chuy\u00ean nghi\u1ec7p, gi\u00e0u gi\u00e1 tr\u1ecb s\u1ebd mang \u0111\u1ebfn l\u1ee3i \u00edch cho c\u1ea3 doanh nghi\u1ec7p l\u1eabn kh\u00e1ch h\u00e0ng.\n<\/p>\n\n\n\n

<\/a>Ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u00f3 \u0111\u01a1n gi\u1ea3n?<\/strong><\/h3>\n\n\n\n

\n Tr\u00ean th\u1ef1c t\u1ebf, c\u00f4ng vi\u1ec7c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng kh\u00f4ng h\u1ec1 \u0111\u01a1n gi\u1ea3n. M\u1ed7i nh\u00e2n vi\u00ean thu\u1ed9c b\u1ed9 ph\u1eadn n\u00e0y l\u00e0 \u201cg\u01b0\u01a1ng m\u1eb7t\u201d \u0111\u1ea1i di\u1ec7n cho doanh nghi\u1ec7p. Th\u1ebf n\u00ean, h\u1ecd ph\u1ea3i \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o b\u00e0i b\u1ea3n v\u00e0 chuy\u00ean nghi\u1ec7p \u0111\u1ec3 kh\u00f4ng l\u00e0m \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn danh ti\u1ebfng c\u1ee7a c\u00f4ng ty.\n<\/p>\n\n\n\n

\n Ph\u1ea7n l\u1edbn kh\u00e1ch h\u00e0ng \u0111\u1ec1u c\u00f3 xu h\u01b0\u1edbng d\u1eadp m\u00e1y khi nh\u1eadn cu\u1ed9c g\u1ecdi c\u1ee7a nh\u00e2n vi\u00ean Telesales v\u00ec h\u1ecd s\u1ee3 t\u1ed1n th\u1eddi gian, lo ng\u1ea1i l\u1eeba \u0111\u1ea3o. V\u00ec v\u1eady, x\u00e2y d\u1ef1ng m\u1ed9t k\u1ecbch b\u1ea3n ho\u00e0n h\u1ea3o tr\u01b0\u1edbc khi g\u1ecdi \u0111i\u1ec7n tho\u1ea1i cho kh\u00e1ch h\u00e0ng l\u00e0 vi\u1ec7c l\u00e0m t\u1ea5t y\u1ebfu c\u1ee7a m\u1ed7i nh\u00e2n vi\u00ean b\u1ed9 ph\u1eadn ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng.\n<\/p>\n\n\n\n

\"kich-ban-cham-soc-khach-hang-qua-dien-thoai\"<\/figure><\/div>\n\n\n\n

<\/a>\u0110\u1ecbnh ngh\u0129a v\u1ec1 k\u1ecbch b\u1ea3n ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng qua \u0111i\u1ec7n tho\u1ea1i<\/strong><\/h3>\n\n\n\n

C\u00f3 \u0111\u1ebfn 97% ng\u01b0\u1eddi ti\u00eau d\u00f9ng to\u00e0n c\u1ea7u cho r\u1eb1ng k\u1ecbch b\u1ea3n cu\u1ed9c g\u1ecdi l\u00e0 nh\u00e2n t\u1ed1 th\u00fac \u0111\u1ea9y vi\u1ec7c l\u1ef1a ch\u1ecdn th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a h\u1ecd (theo th\u1ed1ng k\u00ea c\u1ee7a Tech Jury<\/a>). K\u1ecbch b\u1ea3n ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng qua \u0111i\u1ec7n tho\u1ea1i l\u00e0 m\u1ed9t b\u1ea3n n\u1ed9i dung \u0111\u01b0\u1ee3c so\u1ea1n th\u1ea3o s\u1eb5n. <\/p>\n\n\n\n

\n M\u00f4 t\u00edp n\u00e0y bao g\u1ed3m nh\u1eefng c\u00e2u tho\u1ea1i \u0111\u01b0\u1ee3c nh\u00e2n vi\u00ean s\u1eed d\u1ee5ng \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c t\u00ecnh hu\u1ed1ng th\u01b0\u1eddng g\u1eb7p khi trao \u0111\u1ed5i, t\u01b0 v\u1ea5n kh\u00e1ch h\u00e0ng qua \u0111i\u1ec7n tho\u1ea1i. V\u1edbi s\u1ef1 h\u1ed7 tr\u1ee3 c\u1ee7a k\u1ecbch b\u1ea3n, cu\u1ed9c g\u1ecdi s\u1ebd di\u1ec5n ra chuy\u00ean nghi\u1ec7p v\u00e0 tr\u00f4i ch\u1ea3y h\u01a1n.\n<\/p>\n\n\n\n

\n K\u1ecbch b\u1ea3n cu\u1ed9c g\u1ecdi c\u00f2n t\u1ea1o n\u00ean s\u1ef1 th\u1ed1ng nh\u1ea5t trong quy tr\u00ecnh l\u00e0m vi\u1ec7c c\u1ee7a b\u1ed9 ph\u1eadn ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, g\u00f3p ph\u1ea7n x\u00e2y d\u1ef1ng gi\u00e1 tr\u1ecb ri\u00eang cho doanh nghi\u1ec7p trong m\u1eaft ng\u01b0\u1eddi ti\u00eau d\u00f9ng, \u0111\u1ea3m b\u1ea3o duy tr\u00ec s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 tin t\u01b0\u1edfng \u1edf h\u1ecd.\n<\/p>\n\n\n\n

<\/a>5 b\u01b0\u1edbc chinh ph\u1ee5c kh\u00e1ch h\u00e0ng qua m\u1ed9t cu\u1ed9c g\u1ecdi<\/strong><\/h2>\n\n\n\n

<\/a>B\u01b0\u1edbc 1: L\u00e0m quen v\u1edbi kh\u00e1ch h\u00e0ng<\/strong><\/h4>\n\n\n\n

\n C\u00e2u t\u1ee5c ng\u1eef \u201cL\u1eddi ch\u00e0o cao h\u01a1n m\u00e2m c\u1ed7\u201d c\u1ee7a \u00f4ng b\u00e0 ta qu\u1ea3 th\u1eadt kh\u00f4ng sai. Ch\u00e0o h\u1ecfi l\u00e0 ph\u01b0\u01a1ng th\u1ee9c b\u1eaft ngu\u1ed3n cho m\u1ecdi cu\u1ed9c tr\u00f2 chuy\u1ec7n v\u00e0 giao ti\u1ebfp qua \u0111i\u1ec7n tho\u1ea1i c\u0169ng th\u1ebf. \u0110\u1ea7u ti\u00ean, b\u1ea1n ch\u1ec9 c\u1ea7n x\u00e1c nh\u1eadn l\u1ea1i th\u00f4ng tin kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean data, sau \u0111\u00f3 gi\u1edbi thi\u1ec7u t\u00ean c\u1ee7a m\u00ecnh v\u00e0 t\u00ean doanh nghi\u1ec7p.\n<\/p>\n\n\n\n

\"kich-ban-cham-soc-khach-hang-qua-dien-thoai\"<\/figure><\/div>\n\n\n\n

\n C\u00e2u ch\u00e0o h\u1ecfi t\u01b0\u1edfng ch\u1eebng \u0111\u01a1n gi\u1ea3n nh\u01b0ng l\u1ea1i r\u1ea5t quan tr\u1ecdng v\u00ec ch\u00fang gi\u00fap kh\u00e1ch h\u00e0ng nh\u1eadn di\u1ec7n \u0111\u01b0\u1ee3c b\u1ea1n l\u00e0 ai. L\u1eddi ch\u00e0o h\u1ecfi \u1ea5n t\u01b0\u1ee3ng quy\u1ebft \u0111\u1ecbnh 50% kh\u1ea3 n\u0103ng kh\u00e1ch h\u00e0ng duy tr\u00ec cu\u1ed9c g\u1ecdi v\u1edbi b\u1ea1n.\n<\/p>\n\n\n\n

\n V\u00ed d\u1ee5: Ch\u00e0o Anh\/Ch\u1ecb, \u0111\u00e2y c\u00f3 ph\u1ea3i l\u00e0 s\u1ed1 \u0111i\u1ec7n tho\u1ea1i c\u1ee7a Anh\/Ch\u1ecb [H\u1ecd v\u00e0 t\u00ean] kh\u00f4ng \u1ea1? Em l\u00e0 [T\u00ean c\u1ee7a b\u1ea1n] \u0111\u1ebfn t\u1eeb c\u00f4ng ty [T\u00ean c\u00f4ng ty]<\/em>\n<\/p>\n\n\n\n

<\/a>B\u01b0\u1edbc 2: T\u1ea1o s\u1ef1 g\u1eafn k\u1ebft, g\u1ea7n g\u0169i<\/strong><\/h4>\n\n\n\n

\n Ph\u1ea7n l\u1edbn ng\u01b0\u1eddi d\u00f9ng khi nh\u1eadn \u0111\u01b0\u1ee3c g\u1ecdi cu\u1ed9c l\u1ea1 \u0111\u1ec1u c\u00f3 ph\u1ea3n \u1ee9ng d\u00e8 ch\u1eebng v\u00e0 kh\u00f4ng mu\u1ed1n ti\u1ebfp t\u1ee5c cu\u1ed9c tr\u00f2 chuy\u1ec7n. \u0110\u1ec3 kh\u1eafc ph\u1ee5c t\u00ecnh tr\u1ea1ng n\u00e0y, b\u1ea1n c\u00f3 th\u1ec3 giao ti\u1ebfp c\u1edfi m\u1edf v\u00e0 th\u00e2n thi\u1ec7n h\u01a1n v\u1edbi ng\u01b0\u1eddi d\u00f9ng h\u01a1n, h\u00e3y \u0111\u01b0a ra m\u1ed9t s\u1ed1 v\u1ea5n \u0111\u1ec1 ho\u1eb7c s\u1ef1 ki\u1ec7n li\u00ean quan \u0111\u1ebfn doanh nghi\u1ec7p b\u1ea1n m\u00e0 ng\u01b0\u1eddi d\u00f9ng c\u00f3 th\u1ec3 quan t\u00e2m.\n<\/p>\n\n\n\n

\n V\u00ed d\u1ee5: \u0110\u01b0\u1ee3c bi\u1ebft Anh\/Ch\u1ecb \u0111\u1eb7c bi\u1ec7t quan t\u00e2m \u0111\u1ebfn s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5\/s\u1ef1 ki\u1ec7n A, n\u00ean em s\u1eafp x\u1ebfp cu\u1ed9c g\u1ecdi trao \u0111\u1ed5i v\u1edbi anh ch\u1ecb v\u1ec1 ch\u01b0\u01a1ng tr\u00ecnh khuy\u1ebfn m\u00e3i\/s\u1ef1 ki\u1ec7n [t\u00ean ch\u01b0\u01a1ng tr\u00ecnh\/s\u1ef1 ki\u1ec7n] s\u1eafp t\u1edbi c\u1ee7a c\u00f4ng ty em.<\/em>\n<\/p>\n\n\n\n

\"kich-ban-cham-soc-khach-hang-qua-dien-thoai\"<\/figure><\/div>\n\n\n\n

<\/a>B\u01b0\u1edbc 3: \u0110\u01b0a ra gi\u00e1 tr\u1ecb, l\u1ee3i \u00edch \u0111\u1ebfn kh\u00e1ch h\u00e0ng<\/strong><\/h4>\n\n\n\n

\n \u0110\u1ec3 thuy\u1ebft ph\u1ee5c ng\u01b0\u1eddi ti\u00eau d\u00f9ng, b\u1ea1n c\u1ea7n cho h\u1ecd bi\u1ebft l\u1ee3i \u00edch v\u00e0 gi\u00e1 tr\u1ecb h\u1ecd nh\u1eadn \u0111\u01b0\u1ee3c l\u00e0 g\u00ec. H\u00e3y kh\u00e9o l\u00e9o tr\u00ecnh b\u00e0y nh\u1eefng gi\u00e1 tr\u1ecb c\u1ed1t l\u00f5i nh\u1ea5t c\u1ee7a s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5\/s\u1ef1 ki\u1ec7n c\u1ee7a doanh nghi\u1ec7p. \u0110\u1eb7c bi\u1ec7t, l\u1eddi n\u00f3i c\u1ee7a b\u1ea1n ph\u1ea3i \u0111\u1ea3m b\u1ea3o ch\u00e2n th\u1eadt v\u00e0 ch\u00ednh x\u00e1c \u0111\u1ec3 thuy\u1ebft ph\u1ee5c kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng h\u01a1n.\n<\/p>\n\n\n\n

\n Tuy nhi\u00ean, b\u01b0\u1edbc n\u00e0y s\u1ebd ph\u00e1t sinh hai tr\u01b0\u1eddng h\u1ee3p:\n<\/p>\n\n\n\n

\n